Systems and methods for storing and retrieving data in a content management system

Abstract

Storing and retrieving data in a content management computer system. The method includes configuring the memory to store a document having a plurality of versions, according to a configuration comprising: (i) a plurality of topics, each topic being stored as an XML file and comprising content forming a portion of one or more of the versions of the document; and (ii) a plurality of project maps, each project map corresponding to one of the plurality of versions of the document and including a reference to one or more buildable maps, each buildable map including a reference to one or more of the topics, directly or through a submap. A publication request is received for a selected one of the project maps, and the referenced topics of the buildable maps of the selected project map are combined to form a version of the document corresponding to the selected project map.

What is claimed is: 
     
       1. A method of storing and retrieving data in a content management computer system having at least one server with a memory, a processor, and a network interface, the method comprising:
 configuring the memory, using the processor, to store a document having a plurality of versions, according to a configuration comprising:
 a plurality of topics, each topic being stored as an XML file and comprising content forming a portion of one or more of the plurality of versions of the document; 
 a plurality of project maps, each project map uniquely corresponding to a single one of the plurality of versions of the document and including a reference to one or more buildable maps, each buildable map including a reference to one or more of the plurality of topics, directly or through a submap, and wherein each project map is a framework for combining buildable maps associated with the project map and wherein each project map forms a respective version of the document; 
 
 receiving, via the network interface, a publication request for a selected project map of the plurality of project maps; 
 combining, using the processor, corresponding topics referenced by corresponding buildable maps of the selected project map to form a version of the document corresponding to the selected project map; and 
 outputting, via the network interface, the formed version of the document to a document server. 
 
     
     
       2. The method of  claim 1 , further comprising:
 receiving a support request relating to one or more of the plurality of versions of the document; 
 retrieving one or more of the plurality of topics to produce revised topics; 
 determining a subset of buildable maps which include references to the revised topics; 
 combining topics referenced by the subset of buildable maps to form one or more revised versions of the document; and 
 outputting, via the network interface, the one or more revised versions of the document to a document server. 
 
     
     
       3. The method of  claim 2 , wherein the support request is received from a user via a support website or portal. 
     
     
       4. The method of  claim 2 , wherein the support request identifies one or more relevant versions of the document, and the support request is sent to a designated owner of the one or more relevant versions of the document. 
     
     
       5. The method of  claim 4 , wherein the support request is published to a publish/subscribe queue corresponding to the one or more relevant versions of the document and the designated owner receives the support request through a subscription to the queue corresponding to the one or more relevant versions of the document. 
     
     
       6. The method of  claim 2 , wherein the support request identifies one or more relevant topics, and the support request is sent to a designated owner of the one or more relevant topics. 
     
     
       7. The method of  claim 6 , wherein the support request is published to a publish/subscribe queue corresponding to the one or more relevant topics, and the designated owner receives the support request through a subscription to the queue corresponding to the one or more relevant topics. 
     
     
       8. The method of  claim 2 , wherein the support request is produced by tools included in a software product which is a subject of the support request, the tools providing a feature to include one or more screenshots and/or status information relating to a condition and/or configuration of the software product. 
     
     
       9. A system for storing and retrieving data in a content management computer system, the system comprising at least one server having a memory, a processor, and a network interface, said at one server being adapted to perform:
 configuring the memory, using the processor, b store a document having a plurality of versions, according to a configuration comprising:
 a plurality of topics, each topic being stored as an XML file and comprising content forming a portion of one or more of the plurality of versions of the document; 
 a plurality of project maps, each project map uniquely corresponding to a single one of the plurality of versions of the document and including a reference b one or more buildable maps, each buildable map including a reference to one or more of the plurality of topics, directly or through a submap, and wherein each project map is a framework for combining buildable maps associated with the project map and wherein each project map forms a respective version of the document; 
 
 receiving, via the network interface, a publication request for a selected project map of the plurality of project maps; 
 combining, using the processor, corresponding topics referenced by corresponding buildable maps of the selected project map to form a version of the document corresponding to the selected project map; and 
 outputting, via the network interface, the formed version of the document to a document server. 
 
     
     
       10. The system of  claim 9 , wherein said at least one server is further adapted to perform:
 receiving a support request relating to one or more of the plurality of versions of the document; 
 retrieving one or more of the plurality of topics to produce revised topics; 
 determining a subset of buildable maps which include references to the revised topics; 
 combining topics referenced by the subset of buildable maps to form one or more revised versions of the document; and 
 outputting, via the network interface, the one or more revised versions of the document to a document server. 
 
     
     
       11. The system of  claim 10 , wherein the support request identifies one or more relevant versions of the document, and the support request is sent to a designated owner of the one or more relevant versions of the document. 
     
     
       12. The system of  claim 11 , wherein the support request is published to a publish/subscribe queue corresponding to the one or more relevant versions of the document, and the designated owner receives the support request through a subscription to the queue corresponding to the one or more relevant versions of the document. 
     
     
       13. The system of  claim 10 , wherein the support request identifies one or more relevant topics, and the support request is sent to a designated owner of the one or more relevant topics. 
     
     
       14. The system of  claim 13 , wherein the support request is published to a publish/subscribe queue corresponding to the one or more relevant topics, and the designated owner receives the support request through a subscription to the queue corresponding to the one or more relevant topics. 
     
     
       15. The system of  claim 10 , wherein the support request is produced by tools included in a software product which is a subject of the support request, the tools providing a feature to include one or more screenshots and/or status information relating to a condition and/or configuration of the software product. 
     
     
       16. A non-transitory computer-readable medium storing program instructions executed by a processor of at least one server of a computer system, the server having a processor, memory, and a network interface, the medium comprising instructions for causing the processor to perform:
 configuring the memory, using the processor, by store a document having a plurality of versions, according to a configuration comprising:
 a plurality of topics, each topic being stored as an XML file and comprising content forming a portion of one or more of the plurality of versions of the document; 
 a plurality of project maps, each project map uniquely corresponding to a single one of the plurality of versions of the document and including a reference to one or more buildable maps, each buildable map including a reference to one or more of the plurality of topics, directly or through a submap, and wherein each project map is a framework for combining buildable maps associated with the project map and wherein each project map forms a respective version of the document; 
 
 receiving, via the network interface, a publication request for a selected project map of the plurality of project maps; 
 combining, using the processor, corresponding topics referenced by corresponding buildable maps of the selected project map to form a version of the document corresponding to the selected project map; and 
 outputting, via the network interface, the formed version of the document to a document server. 
 
     
     
       17. The non-transitory computer-readable medium of  claim 16 , medium further comprising instructions for causing the processor to perform:
 receiving a support request relating to one or more of the plurality of versions of the document; 
 retrieving one or more of the plurality of topics to produce revised topics; 
 determining a subset of buildable maps which include references to the revised topics; 
 combining topics referenced by the subset of buildable maps to form one or more revised versions of the document; and 
 outputting, via the network interface, the one or more revised versions of the document to a document server. 
 
     
     
       18. The non-transitory computer-readable medium of  claim 17 , wherein the support request identifies one or more relevant versions of the document, and the support request is sent to a designated owner of the one or more relevant versions of the document. 
     
     
       19. The non-transitory computer-readable medium of  claim 17 , wherein the support request identifies one or more relevant topics, and the support request is sent to a designated owner of the one or more relevant topics. 
     
     
       20. The non-transitory computer-readable medium of  claim 17 , wherein the support request is produced by tools included in a software product which is a subject of the support request, the tools providing a feature to include one or more screenshots and/or status information relating to a condition and/or configuration of the software product.